In the latest results of J.D. Power and Associates 2008 UK Fixed Broadband ISP Customer and UK Mobile Broadband ISP Customer Satisfaction Study O2 has come top among both fixed and mobile broadband Internet service providers (ISPs). In the mobile study, O2 performed well amongst customers that also had fixed broadband with them. This can be seen as further evidence of a successful strategy in converging segments.
Fixed Broadband Internet Service Providers
O2 ranks highest among fixed broadband Internet service providers with a score of 767 on a 1,000-point scale, and performs particularly well in four of the factors driving satisfaction: performance and reliability; billing; cost of the service; and customer service/technical support. Sky (706) and Virgin Media (672) follow O2 in the rankings.
Service disruptions reported by customers in the previous 12 months declined to an average of 2.8 in 2008 from 5.9 in 2007. However, 62 percent of customers reported experiencing a service disruption in the previous 12 months, with 26 percent attributing the outage to a local exchange problem or heavy internet traffic.
Mobile Broadband Internet Service Providers
Among mobile broadband Internet service providers, O2 ranks highest with a score of 712. O2 performs well in all five factors driving satisfaction. T-Mobile follows O2 in the rankings with a score of 683, and Vodafone ranks third with 655.
Satisfaction with mobile broadband ISPs tends to be lower than with fixed broadband ISPs. Additionally, mobile broadband customers report an average of 3.6 service disruptions in the previous 12 months, often due to poor reception and a busy network.